It’s day eight of UserTesting’s global work from home policy. There’s no more food left in the fridge. My beard has grown past my knees. I have one episode of Love is Blind left to watch on Netflix, and I’ve shut all my blinds ‘cause the neighbors are hunting for toilet paper.
Hyperbole aside, by closing our offices, like many other companies with the ability to do so, we’re doing our best to stop the spread of the virus and keep our colleagues and families safe and healthy. Nevertheless, working from home can be a massive transition for people who don’t do it on a regular basis, including me. (No my beard isn’t past my knees, but I haven’t shaved in some days.)
It’s during times like these, though, that your customers, regardless of what business you’re in, are looking to you for the same (or better) customer service and experience they’ve come to expect. This means, while working from home may be different for you and your business, it shouldn’t change the level of excellence you’ve provided up to this point.
Meet your customers where they are
The customer experience is always evolving. Sometimes predictably, and sometimes—like right now—less predictably. In order to truly understand the needs of your customers, it’s imperative that you remain in touch with them. But not literally. Now wash your hands.
Here are four resources you can leverage to help you keep your customers front and center, even if you’re out of your element.
As companies respond to the current environment, many are transitioning even more of their customer feedback sessions to remote methods and technologies, and some are introducing new teams to remote approaches in lieu of in-person and face-to-face feedback sessions. To help those who are making or leading the shift to more remote approaches, we’ve created some best practices that may help as you get going.
Let’s face it, you can’t always be in the same room as your customers or prospects, and that’s never been more topical than it is today. But that doesn’t mean you’re out of luck. With on-demand human insight, you can uncover and understand how your customers respond to your products and experiences wherever you or they are—giving you the necessary information to meet and exceed their expectations.
Repeat after me: you are not your user. And while you may be able to relate to them during this time, everyone’s situation is different. That’s why putting yourself in their shoes is arguably one of the most important skills CX professionals should learn (and practice) in order to build products and experiences their users need and enjoy. While that may seem like a challenge, remote usability testing can make it less of a burden.
While convenient, remote moderated usability studies still require careful planning. In order to prepare for inevitable disruptions, maximize time during sessions, and keep the validity of the study consistent, review these seven simple tips to mitigate common issues and keep your research sound.
Be smart, safe, and resourceful
While we’re all adjusting to the new normal, it’s important that we work smarter, not harder. Fortunately, gathering customer feedback has never been easier. Given the uncertainty of the current situation, plan ahead, and keep your customers in mind as you go about your business. Oh, and shave if you haven’t either.
Moving from face-to-face feedback to remote methods
Watch UserTesting's Chief Insights Officer, Janelle Estes, and UX Researcher, Rosa Smith, in this recorded webinar as they share advice for building empathy for your customers, remotely, in just 3 easy steps.